Closed-loop feedback effectively tackles unresolved issues, overlooked chances for enhancement, and increasing dissatisfaction, whereas manual triaging contributes to operational inefficiencies and delays in responses. To address these challenges, closed-loop feedback management offers the following benefits:

Business Use Cases

• Increase Customer Retention: Proactively identify and resolve negative feedback to reduce churn and strengthen customer loyalty.

• Enhance Operational Efficiency: Streamline issue detection and escalation, minimizing manual effort and speeding up resolution times.

• Strengthen Brand Reputation: Quickly address customer concerns while amplifying positive experiences to build trust and credibility.

• Enable Data-Driven Improvements: Use insights from case analytics to uncover recurring issues and implement strategic, long-term solutions.

Closed Loop Management enables faster resolution, driving higher customer satisfaction and smarter operations through automated feedback systems that close the loop efficiently. By automating the routing process, it helps eliminate manual errors and reduce service delays, ensuring that actionable insights from surveys and transactions are captured in real time. This seamless feedback-to-action flow supports continuous improvement across teams and processes.

Prerequisites

To access Close Loop Feedback, you would need Program Level Permissions. You will require Program Level View, Edit, and Delete permissions to gain access to it:

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

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Setting Up Close Loop Feedback

Closed-loop feedback Management is a systematic process that ensures customer feedback is collected and acted upon, creating a continuous improvement cycle. Here's how it typically works:

• Captures Feedback: Once the feedback is gathered through various distribution channels like anonymous links, email, social channels, QR codes, etc. The feedback is analysed and categorised into various buckets.

• Automation of Case Creation using Case Creation Rule: Cases are automatically created, routed to the appropriate agent, and escalated as needed to ensure timely resolution using case creation rule.

• Act on the Feedback: Cases are accessed through the Care Console, where teams can quickly respond to feedback, engage with customers when needed, and resolve issues effectively, showing that every piece of input leads to meaningful action.

• Close Loop: Once the issue is resolved, the customer is informed or sent a follow-up survey to confirm satisfaction, while internally, a root cause analysis is conducted to support continuous improvement and future enhancements.

• Learn and Improve: Each customer interaction generates valuable insights. By tracking trends, identifying root causes, and spotting recurring issues, organisations can make informed strategic decisions, optimise processes, and deliver improved experiences at scale.